Trip Advisor Resort Online Reviews in Bali. Content Analysis Based on Big Data

Furthermore, in the case of (57) (TripAdvisor Mar 2020) said that the resort is a safe place "safe" during the Covid-19 virus pandemic that is still ongoing now because the resort has implemented Covid-19 virus prevention protocols such as providing hand sanitizer and face masks provided to visitors for free.

Furthermore, in the case of (33) (TripAdvisor Dec 2020), who conveys that the staff at the resort was accommodating by giving her advice and ensuring that visitors had the best "experienced" experience while in this place. Furthermore, another review from the case of (419) (TripAdvisor Apr 2019) said that the service provided by the resort was consistent with the keyword "consistent."

Another example is the case of (111) (TripAdvisor Feb 2020) which conveys that the staff at the resort can "be able" to do the best service to visitors and ensure that visitor requests are adequately met.

Sophistication

An example of sophistication dimension was conveyed by the case of (5) (TripAdvisor Feb 2021), who conveyed that resort is a beautiful "beautiful" place, with a large clean room and comfortable. Furthermore, in the case of (7) (TripAdvisor Feb 2021), (13) (TripAdvisor Feb 2021), and (21) (TripAdvisor Feb 2021) also delivered reviews using the words "beautiful: or beautiful for the atmosphere of the resort environment and swimming pool.

Furthermore, the case of (35) (TripAdvisor Dec 2020) conveys that the spa facilities and services provided by the staff at the resort are good with the keyword "excellent."

Another review from the case of (123) (TripAdvisor Feb 2020) said that the resort is charming, beautiful, and luxurious with views of the surrounding greenery with the keyword "luxurious."

Another example is the case of (135) (TripAdvisor Jan 2020), who said that the resort is a quiet place and very beautiful "gorgeous." Hence, she recommends resort to other visitors.

Excitement

An example of the excitement dimension is the case of (17) (TripAdvisor Feb 2021), who said that review writers feel amazingly "awesome" after staying at the resort. Another example of a case from (25) (TripAdvisor Feb 2021) says that the spa of the resort is very refreshing "refreshing." The same goes forcase 27 (TripAdvisor Feb 2021), which says the pool is refreshing.

In addition, there is also a case of (47) (TripAdvisor Jun 2020) that the scenery in the resort is fantastic "breathtaking." Furthermore, from the case (157), (TripAdvisor Dec 2019) conveyed that the location, yoga facilities in the morning, and the food are excellent "crazy." The word crazy has a positive sentiment and means there is something extraordinary, excitement gained from the location, yoga in the morning, and food provided by the resort

The case of (199)(TripAdvisor Oct 2019) said that the resort is a beautiful place and the food is well made using fresh ingredients "fresh" so this place is worth the visit. The fresh keyword is a word that has a positive sentiment and makes the spirit, novelty, and freshness of the resort

Another example of the case (285) (TripAdvisor Aug 2019) said that this place is fantastic with friendly and helpful staff, so visitors recommend the resort for anyone who wants a unique and boutique-style stay in Ubud Bali.

Ruggedness

An example of ruggedness dimension is conveyed by the case (27) (TripAdvisor Feb 2021) that the bathroom is good with shower outside the room "outdoor." In addition, the case of (35) (TripAdvisor Dec 2020) said that they have an excellent service even though they are still in a challenging period.

Another example is (103) (TripAdvisor Feb 2020), which stated that the green atmosphere obtained while staying at the resort is the same as the sensation in the jungle.

There is also a negative sentiment within this dimension, namely from the case of (195) (TripAdvisor Oct 2019). He conveys a rather uncomfortable "uncomfortable" with a poor Wi-Fi connection that barely even works because it is slow. However, overall, he conveyed satisfaction with the services and facilities at the resort

Another example was presented by (261) (TripAdvisor Sep 2019), who enjoyed her stay at the resort after a sunrise trip in Mount Batur, Bali. In the context of the review conveyed, this keyword has a positive sentiment because "sunrise" is a keyword related to nature, so it goes into this dimension.

Competence

The competence dimension can be explained by the example of case (1) (TripAdvisor Feb 2021), which expressed gratitude for the resort staff who were very helpful "helpful" when staying at the resort.